The ticket summarization feature, which is part of agent copilot, recaps the public comments that have been added to a ticket so far, helping agents get up to speed and respond to customers more quickly.
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About ticket summarization
Agents can quickly get up to speed with a ticket by using the summarize feature to recap all the public comments that have been added to the ticket so far. Internal notes and side conversations are not included in the summary.
For summarize to work, the ticket must have fewer than approximately 24,000 words. Additionally, for messaging and chat tickets, summarize works only after the transcript has been added to the ticket, which happens when the conversation ends or becomes inactive. (For more information, see When do chats time out?) Summaries may also include the conversation the user had with the conversation bot before being transferred to an agent.
Turning on ticket summarization
Admins can turn on ticket summarization in Admin Center. The exact setting location depends on when you purchased the Advanced AI add-on.
(If you purchased Advanced AI on or after October 9, 2024, or have already migrated to agent copilot) To turn on ticket summarization
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Agent
copilot. - Under Ticket context, select Summarize conversations.
- Click Save.
(If you purchased Advanced AI before October 9, 2024 and haven’t migrated to agent copilot) To turn on ticket summarization
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Generative AI.
- Select Turn on generative AI.
- Click Save.